Connecting with your clients is an essential piece of a successful business. Without it, you do not know what your customers need from your company and what changes you can make to better serve them. These four recommendations will help you better connect with your clients to further grow your business.
One of the worst things you can do with a client is to put on a facade to identify with them. Most people see right through it or eventually the truth comes out, and that will be even worse for your company. Even if you have no common interests, you can still connect with people on a personal level.
Ask questions about their hobbies, jobs or family. Even if you cannot relate to any of it, most people love to chat about themselves so they will do most of the talking. Plus, it shows you are taking an interest in who they are as a person.
Then, share some facts about yourself. Maybe you love traveling, so mention some of the places you have gone to and why you enjoyed it. Maybe you get really excited about health and love the Thrive Experience lifestyle program you are following. Talk with them about why you like the program. Conversations are give and take, so even if you do not have much in common, you can still have a discussion you both enjoy.
Whether it is your number one client or someone you just started working with, everyone enjoys getting a good deal. A reward program is a wonderful way to show your clients you appreciate them and want to give back. Develop a reward program and explain it to clients when you first meet.
A program style varies depending on your line of work, so brainstorm ideas that fit your business model. If you are a graphic designer, maybe offer a one-time discount after a client purchases so many projects. If you sell baked goods, offer a small box of free cupcakes after 10 orders have been placed. The important piece is that you create some type of incentive to keep your customers coming back and show them you value their business.
Take Client Calls
Answer your client calls as often as possible. While there are exceptions, such as speaking with another client, enjoying a family dinner or having a medical emergency, take client calls unless you are are engaged. The client is reaching out for a reason and it is best to connect with them directly and immediately to answer any questions or concerns he or she has.
Whether describing an order, explaining an issue or telling you about their day, clients want to be heard. When you are listening, be fully present. If you meet in person, put away distractions that compete for your attention. Close the laptop and put the cellphone on silent. If you are speaking with a client over the phone, do not multitask. Focus on what he or she says so you have a satisfactory response and do not miss any important tidbits.
Listening is especially important if a client is upset. Maybe an order was late. Perhaps the order arrived on time but was incorrect. Maybe the client is continually having problems with your website. Regardless of the issue, if it is a concern related to your business, you need to give them your full attention. While you may be tempted to correct them or jump in and mention something of importance, let them finish. When a client is angry, one of the best things you can do is simply listen, let them get everything out and then kindly and professionally provide your response.
No matter your line of work, you need to connect with your clients. Without them, your business cannot succeed, so it is essential to make them feel valued and apply their feedback to better your company. Apply these four recommendations to create a deeper connection with your clientele.
Publish Date: April 22, 2021 4:51 AM